Deputy Executive Manager / Senior Manager, Customer Experience

Job Summary

Major Tasks

• Manages the designated group of customer to achieve the business target of increased racing participation and turnover, and enhanced customer satisfaction. This is achieved by: (a)promoting a full-range of products/services through working closely with internal or cross divisional stakeholders to build customer relationships, enrich customer experience and achieve total customer experience; (b)addressing customer concerns as appropriate with support from relevant cross-functional colleagues to ensure limited impact to customer experience while balancing commercial needs of the business; (c)developing initiatives relating to business development especially with other business partners.
• Assists in formulating CRM strategies to create and sustain business competitive advantages for business growth. This is achieved by: (a)identifying business opportunities leveraging analytics, technology and HKJC corporate or cross divisions' initiatives to drive customer engagement and retention; (b)developing effective marketing / loyalty programmes to retain and engage segment customers, and build long-term relationships with them; (c)defining loyalty measurements and benchmarks (e.g. active customer base, activation rates, retention rates, participation rates and customer satisfaction for respective segments, loyalty program response rates, ROI and etc.); (d)identifying revenue, marketing, and service improvement; (e)monitoring expenditure on loyalty programmes to be in line with approved budgets.
• Adopt a leading role to supervise Race day customer service operation at Racecourse for the designated group of customers: (a)Oversee race-day customer service operation at Racecourse; (b)Make sure the unit is efficiently planned and that all service level targets are achieved with a focus on optimizing capacity, reducing costs and managing operational escalations, disputes and risks; (c)Understand customer needs by actively reviewing performance target on headcount and budget; (d)Drive all service teams to identify trends and address areas of improvement; (e)Develop new racecourse venues for targeted customers from concept design to actual implementation, under the theme of social entertainment and digital racing experience
• Manages annual budgets, targets, target achievement and business performance to ensure growth and development. Ensure RGP and legal compliance are strictly observed.
• Ensures effective collaboration among business units by reducing barriers and promoting co-operation to deliver sustainable contribution to the Club's business objectives.
• Has self-motivation to bring in new ideas and improve customer wagering experience regularly. Improves operational efficiency by: acting as a team mentor; adhering to performance standards; and motivating staff to provide high service standards.
• Demonstrates leadership to motivate staff performance; support staff career development and provide guidance to craft staff career plan; review and coach staff competency and skills; provide appropriate training and counselling to equip staff with up-to-date technical knowledge and business vision.
• Ensures compliance with Responsible Gambling Policy (RGP) and all stipulated legal requirements pertaining to wagering, thereby protecting the integrity of the Club's business.
• Undertakes other duties as assigned by Line Manager.

Education

Qualifications

Experience